Job Description

Commercial Credit Control - Varsity Lakes QLD

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Commercial Credit Control is a people-first, national leader in our industry, helping businesses and individuals navigate their financial journeys with care and compassion. At the heart of what we do is making a real difference, and we want you to be part of it!

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We're part of theInvestors Central Group, which offers you the opportunity to develop your career across multiple entities and locations.

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The opportunity

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We're looking for Hardship Officers to join our growing team.

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This role is centered on supporting customers experiencing financial difficulty. You will be the person who listens first, understands their situation, and works collaboratively to find sustainable, realistic solutions.

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If you value empathy, structure, and meaningful conversations, this role will give you the opportunity to make a genuine impact every day.

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Entry level applicants welcome - you will receive full training, strong leadership support, and explicit development pathways as you build your capability.

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We are open to both part-time and full-time candidates. We believe in balancing productivity with personal time, so you can plan your day in a way that works best for you.

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Key responsibilities

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- Assess and manage hardship accounts with empathy, professionalism and sound judgement.
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- Conduct detailed financial discussions to understand a customer's full circumstances.
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- Review income, expenses and serviceability to determine appropriate hardship outcomes.
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- Develop sustainable repayment or assistance arrangements tailored to individual needs.




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- Maintain detailed, compliant case notes and documentation.
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- Liaise with internal teams and external stakeholders on more complex hardship cases.
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- Ensure strict compliance with NCCP obligations, ASIC guidelines, internal hardship policies and regulatory requirements.
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About you

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- Have experience in customer service and have a genuine interest in helping customers.
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- Are confident handling sensitive conversations with calmness and empathy.
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- Can balance compassion with clear boundaries and strong process discipline.
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- Are self-motivated and thrive in a structured, fast-paced environment.
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- Have strong attention to detail and time management skills.
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- Can work autonomously while contributing positively to a team culture.
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- Bring a solutions-focused mindset and positive attitude.
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- While experience in hardship or customer service is a bonus, it's not essential — we're all about potential and passion! Especially if you enjoy problem solving and genuinely helping people move forward.
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What's in it for you?

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This is a chance for you to gain a permanent position within a stable, growing, public company. Based in a vibrant office space in the heart of Varsity Lakes,we're all about rewarding our team with:

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- Weekly cash prize competitions
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- Employee share investment opportunities
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- Novated lease benefit
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- EAP and wellbeing support
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- Themed days, team lunches & events - fun is part of the job!
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Successful candidates must undergo a National Police check and any relevant industry checks.

📌 Hardship Officer (City of Gold Coast)
🏢 Commercial Credit Control
📍 City of Gold Coast